Customer Service Representative

Prattsburgh, NY | Please apply by submitting your resume and completed job application to jobs@empireaccess.com or visit indeed.com.

Job Summary: Customer Service Representative is responsible for answering customer questions, selling our services, taking trouble tickets, troubleshooting customer issues, completing service orders, and providing a satisfying customer support experience. As a fast-growing fiber optic telecommunications company, Empire Access offers outstanding opportunities for energetic, self-motivated individuals with excellent communication skills. The primary responsibility of the customer service representative is to provide exceptional, personalized customer service!

Key Responsibilities:

Customer Interaction:

• Engage with customers via phone, email, and live chat to address inquiries, provide product information, and assist with problem resolution.
• Build and maintain strong customer relationships by delivering outstanding service and ensuring customer satisfaction.

Technical Support:

• Provide technical assistance to customers regarding fiber optics products, installations, troubleshooting, and maintenance.
• Collaborate with the technical team to resolve complex technical issues and ensure prompt resolution.

Order Processing:

• Process customer orders, upgrades, and service requests accurately and efficiently.
• Coordinate with relevant departments to ensure timely product delivery and installation.

Issue Resolution:

• Investigate and resolve customer complaints, concerns, and billing issues promptly and professionally.
• Escalate unresolved issues to appropriate teams and follow up to ensure resolution.

Product Knowledge:

• Stay informed about the latest developments in fiber optics technology and our product offerings.
• Provide accurate and up-to-date information to customers regarding product features, specifications, and benefits.

Documentation:

• Maintain detailed and accurate records of customer interactions, transactions, and case details.
• Document common issues and solutions for knowledge sharing within the team.

Requirements:

• Proven experience in customer service or a related field.
• Strong communication skills, both verbal and written.
• Technical aptitude and ability to understand and troubleshoot fiber optics-related issues.
• Exceptional problem-solving skills and ability to handle challenging situations with professionalism.
• Excellent computer skills
• Ability to work collaboratively with cross-functional teams.
• Must be comfortable working in a fast paced, high volume call center.
• Ability to travel as needed with a satisfactory driver’s license.

Education and Experience:

• High school diploma or equivalent. A two-year degree or equivalent is preferred.

Working Conditions: While most of the work is performed in an office setting, occasional on-site visits or attendance at industry events may be required. The ability to lift and move light equipment may be necessary.

*Empire Access is an equal opportunity employer, dedicated to fostering a workplace free from discrimination. We comply with all applicable federal, state, and local laws, ensuring equal employment opportunities based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status, or any other protected status. We promote diversity and inclusion in all aspects of employment, from recruitment to benefits. If you require assistance or believe you’ve experienced discrimination, contact the Human Resources Department. Join us in our commitment to a diverse and inclusive work environment.